IT Customer Support Agent (Remote)

Job summary

This role involves providing IT customer support within a large and complex organization, focusing on delivering excellent service and resolving issues primarily in the first line of support. The position is part of a dynamic team that emphasizes customer experience through various support channels, including walk-in, portal, and chat services.

Qualifications

• Education as an IT Support Specialist with experience in IT support.
• Knowledge of ITIL processes and experience with service management tools.
• Proven experience in delivering high-quality customer service.
• Strong technical understanding of IT systems.

Responsibilities

• Provide first and second line IT support.
• Handle customer inquiries from internal colleagues and external partners.
• Identify opportunities for smarter work practices and automation.
• Ensure consistent service delivery and optimize ways of working.
• Contribute to the ongoing development of IT customer services, including personalized support via chat and phone.

Skills

• Proficiency in SAP, Windows, and iPhone support.
• Familiarity with Service Now and shift-left culture in IT support.
• Ability to work collaboratively in a team-oriented environment.

Education

• Relevant IT Support qualification.

Tools

• Service Now for IT Service Management.